Production Support Manager

13 hours ago

Singapore FWD Insurance Full time

Established in Asia in 2013, FWD is the insurance business of investment group, Pacific Century Group, and spans Hong Kong & Macau, Thailand, Indonesia, the Philippines, Singapore, Vietnam, Japan and Malaysia, offering life and medical insurance, general insurance, employee benefits, Shariah and Family Takaful products across a number of its markets.

In Singapore, FWD aims to change the way people feel about insurance by leveraging technology to deliver products and services that are relevant, easy to understand and always convenient for our customers. To this end, we have a direct-to-consumer (DTC) platform that allows customers to buy their preferred life and general insurance products directly from our website; as well as a network of preferred Financial Advisory (FA) firms for customers who want to speak with an advisor before committing to an insurance plan. Whatever their preference, we believe insurance should be simple, reliable and convenient.

Similarly, if you are looking for a career where you can create a real impact and celebrate living, we invite you to join us on our exciting journey.

PURPOSE

As Level 1 Production Support Manager, assist the Senior Production Support Manager in handling day to day recoveries of IFA related production incidents.

Understand business processes end-to-end, as well as the capabilities, the dependency & interconnectedness of IT Systems supporting FWD Singapore to effectively evaluate reported incidents & when to activate recovery actions.

KEY ACCOUNTABILITIES
- Run the day-to-day activities of the production support team for Financial Adviser’s line of business. This includes assigning tasks to IFA IT helpdesk support, coordination with IT Level 2&3 production support on all reported incidents and execute workarounds to recover failed service as soon as possible.
- Take ownership of reported incident from evaluation to recovery.
- Facilitate communication between business users and technical team(s).
- Discuss with IT Level 2&3 Production support on the workaround or recovery action required in resolving the incident. Also determine the root cause of the incident and follow-up on the implementation of permanent solution.
- Trigger the execution of existing workaround or recovery action if the incident is known issue and recovery is available.
- Discuss with business stakeholders on the impact of the incident, progress of the incident recovery, identification & implementation of permanent solution.
- Record incident investigation steps performed for each unique incident in the team’s knowledge base portal.
- Record all workaround or recovery action for each unique incident in the team’s knowledge base portal.
- Guide a small team of Production Support Analysts.

QUALIFICATIONS / EXPERIENCE
- Undergraduate degree.
- Relevant Production Support experience is a must.
- Minimum 5 years of relevant experience, with lead role experience preferred.
- Experience in insurance industry is preferred.

KNOWLEDGE, SKILLS & ABILITY
- Knowledge of General & Life insurance products.
- Working knowledge of General & Life Insurance core system is beneficial.
- Technical knowledge on Web Applications & DB Query.
- Technical expertise on issue debugging and analysis.
- Proficient in solutions assessment and validation.
- Experience in managing a team is preferred.
- Excellent knowledge in Incident & Problem Management.
- Proficient in MS Office suite of products e.g. Work, Excel, Powerpoint, Project & Visio.

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